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January 14, 2013

Adapt Telephony Helping First Bank Switch to a UC Platform


By SIP Trunking Report Contributor



First Bank of Highland Park--- a privately owned community bank in Chicago known for its customer service excellence--- is all set to further enhance its customer service and achieve cost reduction in its IT budget. To this end, the bank has decided to revamp its telecommunication infrastructure. Adapt Technology is providing the bank with the necessary technical assistance for the implementation of its new contact center and enterprise IP telephony system.


Adapt is going to configure and install Interactive Intelligence Group Inc.'s (ININ) contact center and enterprise IP telephony software suite, Customer Interaction Center, (CIC) for the bank. According to a news statement, Adapt has also been awarded the technical support contract.

CIC is an all-in-one unified communication platform that will replace the previous enterprise telephony system that the bank has been using for years. CIC, which comes with advanced features, such as a customizable IVR menu and skills-based routing, will upgrade the bank’s contact center and save the bank from the hassles of managing multiple standalone systems from multiple vendors. The advanced infrastructure will be deployed by Adapt throughout First Bank’s organization and handle all types of communication such as IP PBX, unified messaging, voicemail, faxing, interactive voice response (IVR), automatic call distribution (ACD), recording and reporting.

With this investment, the community bank expects to be able to deliver multichannel customer service, in a cost-effective manner. First, the bank will be able to reduce the physical costs by reducing the numbers of servers required. Secondly, the bank will achieve cost reduction in its utility expenditure as a result of a reduction in the energy consumption.

“We explored numerous options and evaluated several different contact center and enterprise telephony vendors, but chose CIC because of its unique single-platform, all-in-one software architecture. The scalable architecture eliminates voice boards and multiple points of failure. Also, CIC is the only solution that provides full redundancy across all applications; we know have a very strong business continuity plan in place,” executive VP and director of operations at First Bank of Highland Park Thomas J. Olivieri explained in a statement.

“CIC's customizable IVR menu and skills-based routing will help us get callers to the right person faster for more effective client service. Reducing the number of transferred calls means First Bank’s productivity will increase,” Olivieri added.

Recently T-Mobile Austria, a subsidiary of Deutsche Telekom, announced its selection of Interactive Intelligence’s contact center solution to support its 500 agents across two sites.

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Edited by Brooke Neuman